weird error. i have a supervisor in our call center who has given up the title and just wants to be an agent. I remove her from the supervisor skill set in UCCX, and i can confirm that it removed the * next to her name, and also removed her as a se...
Forum Posts
Resolved! Call Prioritization based on CSQ
Hello All, Good day to you, so I want to achieve call prioritization based on CSQ, following is the scenario: I have two CSQs:CSQ1 : Skill1(2)CSQ2 : Skill2(2) I have two skills:Skill1Skill2 I have two agents:Agent1 : Skill1(5)Agent2 : Skill2(5) the s...
I recently made someone a supervisor and assigned her to the proper team, but when she logs into Finesse she isn't getting the Manage Team feature. She gets the Team Message button, but not Manage Team on the left sidebar. I double checked and went...
Resolved! WFO/WFM in Webex contact centre
HiHow do I go about enabling WFO/WFM integration in Webex contact centre ? Is that a separate portal Cisco/WxCC partner has to provision before customer can access access ? Found the guide link below but don't know how/where can I access Webex WFO. h...
What is the validity of 500-442 CCEA is it 3 yrs also? If I pass 500-442 CCEA will it renew my ccnp Collab and enterprise?
Resolved! Scripting Tips
Hello Experts,Here's our opening hours:Sunday to Thursday: 8am to 11pmFriday and Saturday: 8am to 1:30amHere's where I need your help:When a public holiday falls on Monday (September 2, 2024, October 14, 2024, April 21, 2025, May 19, 2025, September ...
In PCCE SPOG page we are getting shindig is undefined error. unable to manage the configuration due to the error. Found from browser logs can see unable to load the script for gadgets and some js files.
Resolved! Courtesy Call back Report Details
Hello , Do we have any document related to CCB report. Like details explanation about the each columns for callback current, historical, queue, event tables. Please share it will be very helpful. Thanks.
Hi, Need some advice please, i have a UCCX 11.5 installation that is currently unresponsive due to 100% disk utilization. I can get access to the CLI but the web services etc. fail to start. I am trying to get the Server operational so we can upgrade...
I'm getting reports from a customer of mine that some supervisors may be changing agent attributes without proper permission. Is there a way to audit who is changing agent attributes in UCCE 12.5? Would be nice to know: -Person making the change-Agen...
Resolved! Wallboard reports from a 3rd CCX server
I have a customer with these configuration: One CCX Pub and one CCX Sub: Version 11.6(1) Build 11.6.2.10000.38 A third CCX server they call "CUICPub" version: Version 11.6(1) Build 11.6.1.10000.44 Although they can see live data and historical data...
Dear Cisco community, I noticed for the latest Cisco CTI Protocol (version 24), this CALL_ATTRIBUTE_CHANGE_EVENT does not have a corresponding message type number defined in https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_cen...
Hello Cisco heroes. I have a question. We are operating PCCE 12.6.2 with 4000 agents. When a counselor ends a call using the counseling application, an event indicating that the counselor ended the call is triggered. However, if the counselor ends th...
Good Evening,I've noticed a series of numerically titled "New Folder"s in the Script Repository of UCCX 8.5. The creator is Null and last update date 01/01/1970 quite clearly these have been orphaned in the database. However when I try to rename o...
Hello Cisco heroes, I have a question. There is a customer using UCCE version 11.6. The Windows server inside is running on 2012 version. However, due to EOS, the customer is considering a version upgrade and is asking if they can upgrade the Windows...
